Unfriendly unhelpful service

I am very disappointed in the way they claim to correspond with you as I want to cancel my membership since October 2024. Everytime I phone them they tell me someone dealing with my file will contact me with no further response. I send an e-mail during January 2025 to stop the debit order only to receive a statement in February showing arrears which have to be paid before they will cancel the debit order. I told her that we cannot afford this that is why we want to stop, she only say that it is in the contract that after 24 months we go over to a month to month basis and because there is arrears it cannot be stopped. I was still speaking to ask her name when the phone was dropped. This is very unprofessional and very unhelpful.